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Capacity Building

Operator Transparency

The mobile industry is committed to customer protection. Improvements in transparency are on-going and continue to ensure consumers receive the best value from their roaming services.

Easy access to up-to-date personalised tariff and usage information allows consumers to quickly understand the range of options available in the market. Operators use several methods to ensure consumers are aware of the latest offers, such as consumer-friendly websites and via a “welcome SMS” to roaming customers.

Within the EU, comprehensive warning systems and informative websites have been developed to ensure consumers understand their usage, and data roaming services are blocked as per regulation/customer preference when a data usage limit is reached.

Outside of the EU, examples of transparency include SMS warning systems for Antel and Movistar customers in Latin America, and roaming user guides for Mobily Saudi Arabia and Comcel Colombia customers. In Hong Kong, several operators are also offering flat-rate data roaming daily plans on an opt-in basis before leaving the country to ensure no bill shock for consumers.

For the prepaid segment in particular, many operators are offering customers the ability to top-up with local cards while travelling abroad. This, in addition to easily accessible, free of charge customer support, allows prepaid customers the freedom to fully understand their roaming options and top-up their credit whether they are at home or abroad.